Overview
This guide describes the configuration procedures required for MiaRec platform to integrate with Microsoft Teams.
Prerequisites
- Global admin credentials for Microsoft Teams. You must be able to login to Microsoft Teams with global admin credentials and authorize MiaRec to record calls in your organization
- Admin credentials to MiaRec web portal. Contact your MiaRec account manager to get access to MiaRec platform.
How it works
The following network diagram shows the MiaRec and Microsoft Teams architecture.
Once a configuration is completed, the MiaRec platform will start recording calls in your organization and analyzing them with the various AI-based analytic modules:
- Transcription
- Sentiment analysis
- Topic and keyword analysis
- Call summary
- Manual and Auto QA using AI assistant
- AI Insights, like "Next Actions", "Key Facts", etc.
The data will be available to users via a web portal. Access to data is controlled with role-based access control.
Recording can be enabled for a whole organization or only to users who are members of the recording group. An administrator can easily add or remove users to such recording group as necessary.
Supported call scenarios
MiaRec platform records all call scenarios that Teams users participate in. This includes scenarios like:
- Teams-to-Teams
- Teams-to-PSTN
- PSTN-to-Teams
- Meetings
For PSTN calls, it works with any of the following technologies that provide PSTN connectivity:
- Calling Plan (provided by Micorost)
- Direct Routing (provided by the enterprise)
- Operator Connect (provided by carriers)
Frequently asked questions
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Can I enable recording for individual users?
Yes, a recording can be enabled for either a whole organization (using a global recording policy) or members of a recording group. In the latter case, to enable recording, you just need to add users to such a group in Microsoft admin portal.
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Can I enable recording for a whole organization?
Yes, a recording can be optionally enabled for a whole organization. In such a case, all users will be recorded automatically.
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How long does it take for recording to appear in MiaRec portal after call is completed?
MiaRec platform records calls in real-time. This means, you will see the active calls instantly in the web portal as soon as they are established. MiaRec supports live monitoring feature, giving your supervisors an ability to listen to agents' calls in real-time via the portal. Once the call is completed, the recording will be instantly available for playback.
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Are users being notified automatically that call is being recorded?
Such a recording announcement is configurable. When enabled, the PSTN users will hear an audio notification (like "This call is being recorded") and the users, who join a call using a Teams application, will see a banner a the top of the screen that call is being recorded.
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Can I connect multiple recorders in my organization?
Yes. Microsoft Teams support connecting multiple recording applications (bots) to the same call. Each recording bot can record a call. Such a setup can be used for redandancy purposes.
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Do I need to install any software in my network or on users computer?
No. The MiaRec platform is a cloud service that integrates directly with Microsoft Teams and records calls in your organization on your behalf.
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How long do you keep the recording?
A storage period depends on the selected package. Check MiaRec Pricing for details.
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Does it work with Direct Routing, Calling Plang or Operator Connect?
Yes. The MiaRec platform supports all these PSTN connectivity options.
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How long will it take to setup an integration?
It will take a few minutes to complete a setup. After you add users to the recording group, the system will start recording users' calls automatically. Depending on a size of your organization it may take from a few minutes to a few hours for Microsoft Teams to update group policies. For small organizations, it takes a couple of minutes.